Bath Fitter: Transforming Operations and Customer Satisfaction with Builder Prime
case study overview
The Company
Bath Fitter, a leader in bathroom remodeling with over 270 franchises, specializes in quick, high-quality tub and shower remodels and bathtub-to-shower conversions, consistently prioritizing customer satisfaction for more than 34 years.
The Challenge
Using outdated systems and fragmented processes, Bath Fitter struggled to efficiently track jobs, manage customer relationships, and ensure consistent service, resulting in missed follow-ups, delays, and negative feedback.
The Solution
Bath Fitter implemented Builder Prime’s all-in-one business management system to streamline operations, gain visibility into each customer’s journey, and leverage marketing tools to improve customer engagement.
The Payoff
With Builder Prime, Bath Fitter reduced their negative reviews to almost none at all. At the same time, they boosted operational efficiency and enhanced customer satisfaction, delivering a seamless experience and setting the stage for future growth.
The Company
Bath Fitter is a leader in the bathroom remodeling industry, known for its unique one-day installation of high-quality acrylic bathroom solutions. With over 270 franchises across North America, they specialize in tub and shower remodels and bathtub-to-shower conversions. Jody Smith, Vice President of three Bath Fitter franchises in the Tampa Bay area, has driven these franchises toward operational excellence. As a long-standing family-owned business, Bath Fitter has prioritized delivering top-tier service and customer satisfaction for over 34 years.
The Challenge
Before implementing Builder Prime, Bath Fitter encountered several operational challenges that hindered their efficiency and customer service. They used a mix of outdated CRM tools, Google Docs, and spreadsheets, leading to fragmented processes and a lack of accountability. The disjointed system made job tracking progress, managing customer relationships, and ensuring consistent service difficult.
If a team member was out sick, no one knew what tasks were pending or what the next steps were, resulting in missed follow-ups, delays, and unhappy customers. “We had a lot of things fall through the cracks, and it was impacting our ability to serve our customers,” Jody said. These issues led to negative customer feedback due to delays and missed appointments, which was particularly concerning for a company that prides itself on exceptional service.
Moreover, their existing CRM lacked marketing functionalities, making it challenging for Jody—who oversees marketing—to track lead generation, re-engage past customers, or execute effective email and SMS campaigns. Bath Fitter needed a comprehensive solution to streamline operations, improve accountability, and enhance the customer experience.
The Solution
After evaluating several CRM platforms, Jody and the team at Bath Fitter chose Builder Prime as their all-in-one business management solution. They selected Builder Prime because it provides complete visibility into each customer’s progress in the pipeline.
“The most important and best feature of Builder Prime is the single view of the customer from lead all the way through to service work after installation,” Jody explained. This clarity allowed the Bath Fitter team to stay organized and responsive, even when staff members were out sick or unavailable. With Builder Prime, nothing fell through the cracks, ensuring timely follow-ups and updates for every customer they worked with.
Builder Prime’s integrated marketing features also stood out to Bath Fitter. The platform offered valuable tools for running rehash programs, sending out email and SMS campaigns within minutes to expedite the speed to lead, and tracking their effectiveness. “From a marketing standpoint, Builder Prime had way more to offer than other CRMs we looked at,” Jody noted. The platform’s detailed reporting capabilities allowed Jody to fine-tune marketing strategies and ensure that every lead was nurtured effectively.
Builder Prime’s user-friendly interface made the transition a breeze for the Bath Fitter team. Everyone quickly adapted to the new system. “Even the sales reps, who were worried about the difficulty, found it really simple to use,” Jody said. With centralized customer information and job statuses, the team could focus on delivering high-quality service without the stress of manually documenting every interaction.
The Payoff
The implementation of Builder Prime improved customer satisfaction. With a clear, complete view of the customer’s journey, the team improved their service, dramatically reducing—even eliminating—the number of negative reviews they received. “Before Builder Prime, we had a lot of bad reviews because we dropped the ball on things,” Jody recalled. “Now, our bad reviews have dropped to almost nothing.” This boost in customer experience bolstered the company’s reputation and strengthened customer loyalty.
Operational efficiency also significantly improved for Bath Fitter. Tasks that required manual tracking and constant follow-up were automated and streamlined, allowing the team to focus on higher-value activities. Jody noted that the franchise staff was able to embrace the system quickly, with each department—sales, operations, and customer service—getting up and running in just a matter of weeks. “The system is really intuitive. Each phase of implementation went a lot quicker than I ever thought it would,” Jody said.
Builder Prime enabled Jody to oversee the entire operation remotely. Jody appreciated the fact that Builder Prime allowed her to monitor every aspect of the business without being physically present. “I can just go into Builder Prime and see where every customer is in the pipeline,” Jody explained. This allowed for every job to stay on track, maintaining high service standards regardless of where Jody was located while supervising operations.
The responsiveness of Builder Prime’s customer support team played a crucial role. Jody appreciated the immediate response times and the ability to share screenshots and receive detailed instructions. “I much prefer the chat versus calling and leaving a message,” she said, noting that she always received help within minutes.
Conclusion
For Bath Fitter, integrating Builder Prime revolutionized their business operations, improving both internal processes and customer satisfaction. The system has provided a level of visibility and accountability that was previously missing, enabling the team to constantly deliver exceptional service. The result has been dramatically reduced bad reviews, increased operational efficiency, and a streamlined marketing process.
Builder Prime has not only made day-to-day operations easier but has also positioned Bath Fitter for future growth. As Jody noted, “The system has been life-changing.” By offering a single view of the customer, integrating marketing tools, and simplifying operational tasks, Builder Prime has become a critical partner in Bath Fitter’s continued success. For seeking a comprehensive solution to improve efficiency and customer experience, Builder Prime is the perfect fit. For an in-depth look at Bath Fitter’s customer experience, please watch this video.
